Case study

Development Bank of Singapore

Overhauling existing channels in Asia

PA was invited to work with Development Bank of Singapore (DBS) – a leading Asia-Pacific retail bank – to overhaul fundamentally its self-service banking operations, ultimately to deliver improved electronic channel distribution.

DBS’s network of physical e-channel endpoints, including ATMs, Internet kiosks, cash acceptance machines and quick check deposit boxes, was enlarged by over 50 percent, while back-office process improvements increased overall productivity by 67 percent.

Detailed project management ensured that network uptime across the region was maintained at 99.5 percent during the cut-over period. Furthermore, a radical rethink of DBS’s relationship with its self-service banking suppliers delivered savings equivalent to 15 percent of contract costs.